London | Tallinn
As Head of Customer Success, you’ll own our customer success strategy and lead a growing team of Success Managers. Your mission is clear: maximise product adoption, retention, and net revenue growth by ensuring every customer realises measurable value from Scoro.
Reporting to the VP of Global Services, you’ll set the direction for how we engage, retain, and grow our customer base. You’ll lead a distributed team of Success Managers with revenue responsibility, build scalable success operations, and work cross-functionally with Onboarding, Support, Product, Sales, and Marketing to deliver seamless customer journeys.
This is a senior leadership role where you’ll combine strategy with hands-on leadership, developing frameworks, forecasting retention, and coaching the team to deliver exceptional outcomes at scale.
This role is open to candidates based in the UK and Estonia.

YOU’D BE A GREAT FIT IF YOU HAVE:

• 5+ years of experience in B2B SaaS, with a Focus on leading Customer Operations, including Customer Success, New Customer Onboarding, and Support.
• A track record of driving net revenue retention through data-led growth experiments, adoption initiatives, and churn-reduction strategies.
• The ability to balance automation with human touch, building scalable processes that deliver customer value from onboarding through long-term expansion.
• High emotional intelligence and resilience, able to navigate complex customer and team dynamics with integrity.
• Strong communication skills, simplifying complex topics and influencing effectively at all levels, including executive stakeholders.
• A growth mindset – constantly seeking to innovate, improve processes, and push the function forward.

• Own the strategy for adoption, retention, and net revenue growth, aligning with company OKRs and targets.
• Lead, coach, and grow a distributed team of Success Managers with revenue and customer portfolio responsibility.
• Build scalable frameworks for customer health scoring, risk detection, intervention, and expansion opportunities.
• Partner with Onboarding and Support to align service delivery models, ensure proactive customer health monitoring, and strengthen expansion pathways.
• Collaborate with Sales, Product, and Marketing to improve onboarding, product adoption, and customer experience.
• Deliver accurate retention forecasts and reporting on customer health, revenue, and resource needs.
• Drive operational excellence and continuous improvement across Customer Success.
• Bring the customer voice into company strategy, ensuring insights directly influence product and business decisions.